Senior Community Associate, Centre Management and Operations
Regus (IWG Plc)
مجموع سنوات الخبرة :17 years, 2 أشهر
Customer Service and Administration
• Act as a key point of contact for customers and visitors providing a professional and friendly service as well as delivering a great and exceptional first impression;
• Serve as a primary resource in assisting customers within the centre; whether showing a customer to a meeting room, preparing their new office for move-in, troubleshooting basic technical issues, programming a phone, moving furniture to accommodate their office needs, providing a beverage or assisting with copies/administrative tasks;
• Provide a great environment for our customers by taking pride in continually keeping the centre “show-ready” by ensuring the business lounge conference rooms, show offices and common areas are spotless and always prepared for our next guests;
• The CSR becomes an extension of our customer’s team by delivering their mail, answering their phones, sending their packages, ordering their office supplies, booking their meeting rooms, preparing their meeting rooms and ensuring that they can concentrate on their work, while we manage their office needs;
• Serve as a resource for customers seeking information, assistance or recommendations; a thorough understanding of all key services, products and amenities is critical in the ability to deliver service in an exceptional and timely manner; and,
• Demonstrate a true passion for customer service by proactively seeking ways to surprise and delight our customers and guests, always going above and beyond.
Order, Project Management and Support:
•Responsible and 100% accountable for proactively coordinating and managing complex order lifecycle support for clients and service commitments necessary to exceed client expectations by providing a single point of contact from receipt of order through successful delivery; providing complex aftermarket ordering and service support; receiving order requests from customers and validate the accuracy of the information provided;
•Lead the service delivery team based in the US, managing conflict, and ensuring the team's processes and tasks are carried out efficiently; and,
•Ensure Client Satisfaction by establishing an excellent working relationship with assigned clients representing AT&T and continuously striving to improve the level of overall service that West is providing.
Training and Development
•Facilitate induction and product training for new hires by organizing classroom-style seminars about product features, cultural understanding /immersion and customer service skills to ensure trainees are equipped with the basic sales techniques, including communication and troubleshooting;
•Conduct refresher courses or trainings for tenured employees, prepare digital and print education materials — video presentations, training curricula and manuals, and provide motivation to agents in the task of achieving high performance;
•Monitor calls attended by trainees and other employees for quality assurance and coaching opportunities to develop new training strategies to improve service quality.
Operations Management
•Help manage and direct all aspects related to the incoming operations of the call centre, review and implement call centre-related policies and procedures along with the strategies effectively;
•Maintain a high level of coordination with the Operations Team to identify service problems, monitor the performance of the employees, and recommend solutions to the upper management if required;
•Handle escalated concerns or calls which lie outside the boundary of floor supervisors or during incidents of high call volume;
•Serve as a backup team leader and assist in operations during high call volume incidents; and,
•Keep updated about the changing trends in the world of operations in the call centres and discuss with the management the impacts on the performance of the employees and the account’s Service Level Agreement (SLA).
Credit and Collections Management
•Part of the JPMC internal collections team that reaches out to newly overdue and grossly overdue customers to settle financial obligations at first contact and clear the accounts in default;
•Send reminders, notices and messages to customers in any form of communication — calls, voicemails, emails, faxes etc. to advise the status of the overdue account;
•Advise customers of their payment options, suggest payment methods and arrange suitable payment plans to remove the account from the debtor list;
•Encourage customers to process over the phone at first contact to put the account in good standing immediately; and,
•Contribute to the overall performance of the Chase Auto Finance Department by ensuring the continuous flow of monthly amortization from auto loans.
Accounts Management
•Receive inbound collections queries and assist customers who call in to pay their monthly amortizations;
•Make follow-up calls or leave messages to remind clients regarding their overdue accounts with Chase Auto Finance;
•Send statements of accounts and other documents to the customers if requested upon settlement of the overdue amount;
•Send final written warning or recommendation for repossession of the vehicle to customers who fail to settle their debts; and,
•Ensure the customer’s account is updated for the latest collections effort and properly coordinate with other departments if needed.
Customer Service and Administration
•Receive customer calls in a call centre environment and continuously provide high-quality service to achieve maximum customer satisfaction within the specified Performance Service Level Agreements (SLA). Responsible for relationship building and account management while resolving customer inquiries professionally;
•Take ownership and initiative to complete necessary research and customer follow-up or direct the customer to the appropriate department for resolution. Is responsible for achieving individual targets and sales goals whilst maintaining quality and compliance;
•Acquire knowledge of the company's products and procedures to handle inbound calls and resolve bank customers queries efficiently;
•Electronically process data and respond to customer queries about banking transactions from clients across HSBC North America; and,
•Monitor customers’ accounts for fraudulent activity, restrict services if needed, and contact the customer about the situation and offer solutions.
Credit and Collections Management:
•Act as the third-party collections team for American Express Credit Cards Division which handles the North American market;
•Review and monitor open accounts for collection efforts, professionally making outbound collection calls while keeping and improving customer relations and updating customer information in all applicable reports;
•Resolve client-billing problems and rescue accounts receivable delinquency, applying good customer service promptly, identifying the issues attributing to account delinquency and discussing them with the management;
•Provide timely follow-up on payment arrangements, email correspondence to customers to encourage payment of delinquent accounts and collect customer payments following payment due dates; and,
•Execute skip-tracing for grossly overdue/delinquent accounts, contacting necessary agencies or establishments in the effort of finding the customers, all within the bounds and regulations of the Debt Collections Law of the Federal Trade Commission USA.